In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Maria Rivera, customer service associate at customer service firm Horatio, navigates such conversations with customers as part of her job and says the way someone approaches interactions with a ...

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If you’ve ever had a phone call with a customer service representative mysteriously “cut out,” it could be that they’ve found a way to end the conversation without getting in trouble. At least, that’s ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...